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Ops Communication Manager

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Our Client, global telco and communication platform owner based in Holborn area is recruiting for Communication Operational Manager

Operations Manager: Cross Channel Marketing Communications (Contract-12 months)
the candidate for this position will be responsible for the operational planning and execution of marketing communications across all Skype’s RM channels. Currently email is the major channel, but moving into cross channel life cycle messages; in product, SMS and retargeting. The person in role should have a good grasp of the different RM channels we have and how best they are used to support our RM, campaigns and triggered activity.

Working extremely closely with the CRM, Product Marketing and Campaign Management teams this role is pivotal in the successful execution of the CRM strategy laid out by these teams, as Skype moves closer towards implementing cross channel life cycle messaging. Working closely with them to prioritize resources, identify target audiences and guide the build of the campaign in Skype’s Campaign Management tool, this role will be integral in setting up these life cycle communication paths, and optimizing over a period of time.

Responsibilities will include driving the calendaring, testing, targeting and analysis for the global RM program, and feeding insights back to the CRM team on campaign performance. The same will also be done for ad hoc broadcasts for the Campaign Managers.

This role requires an intense amount of cross-departmental collaboration as well as industry experience with regards to setting the standards for best in class RM communications, predominantly email, but other channels as and when they become available.

A thorough understanding of our Client's data model and how it can be used to execute the contact strategies will be compulsory for this role. Partnership with the data team will be critical to success as we open new data sources and operationalise for marketing’s use.

The position also includes responsibility for managing and delivering all service and crisis response email communications, and may include a key project on restructuring transactional email. Finally, having the ability to get massive amounts of work done in an efficient and effective way and managing multiple stakeholders and competing demands will be key to this candidate’s success.

• Manage incumbent ESP vendor for email broadcast
• Implement and optimise the life cycle campaigns within the Campaign Management solution.
• Input into new life cycle messages with industry best practice, data availability and past campaign performance
• Implement campaigns to satisfy the CRM strategy as laid out by the CRM & PMM teams
• Work with Insights and Product teams to uncover data driven insights, recommend segmentation strategies and define audiences and personas.
• Be an evangelist for our marketing channels, progressing their use within the wider marketing teams as and when they become available
• Manage the email campaign process from an operational perspective; identify key segments, audience sizing, campaign setup, execution, monitoring, optimisation – test & learn.
• Develop and manage test plans and apply data driven techniques to optimise email performance including: personalisation, frequency testing, messaging testing, offer testing, creative testing, segmentation / targeting and delivery timing testing
• Work collaboratively with the CRM, Content Management and Creative teams to develop messaging/content that is both on-brand and takes advantage of email best practices
• Create email reporting dashboards and custom reports based on target KPIs and benchmarks analysing campaign performance in order to provide actionable recommendations and deliver continuous improvements to our email program
• Employ a consistent best-practice approach and provide expertise for creating email templates, dynamic content, testing methodologies, list segmentation and deliverability
• Mitigate risk and reputational impact by ensuring secure data transfer and storage of more than a billion customer records, follow regulatory and privacy guidelines by ensuring Skype’s email program is compliant with all Microsoft LCA guidance/policies including data protection, HCP, opt out and unsubscribe process, fraud restrictions, email validation and regulatory compliance.
• Lead the email crisis communications response management plans as determined by execs (e.g. Haiti earthquake, Japan earthquake, Skype Outages, Hurricane Sandy, Nepal Earthquake)
• Ensure email volume does not cause any systems of product issues - develop deployment plans outlining volumes and ensure sign off from engineering and biz ops teams.
• Stay current with best practices, strategies, and industry standards related to email and act as subject matter experts in regard to channel best practices and what is / is not possible.
• Manage channel execution costs and budget
• 5-10 years of experience in email marketing – agency and/or client side
• Familiarity with data privacy and regulation
• Experience managing high volume global (highly localised) email campaigns and programs
• Ability to scale teams and operations through effective management of diverse vendors
• Must have experience within a digital environment
• Expert in email best practices including contact strategies, targeting and segmentation, A/B testing, delivery and deliverability issues, and analytics
• Hands on experience with marketing automation capabilities, such as Exact Target, SAS, Unica, Neolane, Alterian, FastStats etc
• Comfortable with data models and mailing list selection criteria from complex databases and BI
• Current knowledge of industry regulation and privacy issues
• Hands-on experience and proven track record managing all aspects of email campaigns and delivery through major email service providers - experience with large scale ESPs required
• Strong analytical skills and solid understanding of all email marketing performance metrics as it corresponds to a digital strategy
• Strong quantitative skills and familiarity with site-site analytics
• Self-starter, with strong initiative and the ability to thrive in, rapidly changing/growing environment
• Exceptional project management skills, attention to detail, ability to manage multiple projects
• ROI and insights-minded, with experience driving measurable results

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